Job Description

Deliver superior service to our customers by providing product and service information. Provide troubleshooting and support for MiTek Automation equipment (Software, electrical, mechanical, etc). Assists with complaints, orders, errors, account questions, billing, cancellations and other queries. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Job Responsibilities & Requirements

Receive incoming customer issues in support of MiTek Automation equipment and help customers resolve those issues by developing a method to isolate the variables of the issue and test those variables individually until finding the cause of the issue.Maintain records of daily data communication transactions, problems and remedial actions taken with use of Salesforce.Follow up on all logged calls within 3 business days to determine the status of the call.Attend product and customer related meetings as required.Document and communicate customer feedback including complaints to management.Accurately quote parts using computer system or special promos as applicable.Recommend potential products or services to management by collecting information and analyzing customer needs.Comply with established procedures for sales order entry, returned materials authorizations (RMAs), parts quotes, and phone call tracking.Ability to work closely with manufacturing and shipping for best sourcing of orders.Initiate callbacks to and follow up with customers in the event of backorders and other unexpected changes or delays.Process orders, make changes, track, or cancel orders by following order entry proceduresProvide basic part number identification for a limited amount of supported machinery using a drawing, parts guide or equipment manual.Contribute and collaborate with other support technicians.

Qualifications

Associates Automation Technology requiredUp to 1 Year of Automation, Electrical, or Component manufacturing industry experience requiredEquivalent combination of experience and education which clearly indicates the ability to perform the essential functions of the position may substitute on a year for year basisAbility to read and understand prints and schematicsAbility to use small hand-power tools, including reading a tape measure with 1/32-inch incrementsAble to use Microsoft Office Applications

Soft Skills

Work experience (Electrical, Mechanical, Software)Strong problem-solving skills and attention to detail.Ability to work in a team environment.Customer ServiceMulti-Tasking

Additional Requirements

20% Travel required for training and occasional meetings.

Physical Demands

This role is performed in an office environment where a computer, telephone and other office equipment are used as needed to perform the duties of the role. This role may need to access areas within the building that are undergoing renovations which may contain jobsite hazards. Occasionally this role will required to push, pull, bend, lift and move up to 25 lbs.

MiTek Perks

Generous time off including Paid Time Off, 13 annual holidays, and volunteer time offDay One Medical/Rx, Dental and Vision PlansFamily friendly benefits including Paid Caregiver Leave, Paid Parental Leave and Adoption ReimbursementPerformance/Incentive bonuses Career advancement, training opportunities, Employee Resource Groups, and tuition reimbursementRetirement programs including Matching 401(k) Contributions and Profit Sharing  Employer paid Short-Term Disability, Long-Term Disability and Life InsurancemyFlexPay partner – allows you to track, manage and access your pay anytime

MiTek is a platform innovator and enabler that exists to transform the building industry with better building solutions. In 1955, MiTek transformed residential construction with the invention of the Gang-Nail plate and a digital platform that provided an affordable and scalable way to manufacture wood trusses. Today, MiTek delivers software, services, engineered products, and automated solutions that enable the building industry to improve efficiencies by optimizing the balance between off-site and on-site. With nearly 5,600 team members worldwide, MiTek collaborates across the building industry to enable and accelerate transformational breakthroughs in design and construction to transform the way the industry designs, makes, and builds. As a Berkshire Hathaway (NYSE: BRK-A, NYSE: BRK-B) company since 2001, MiTek has a record of continuous growth and innovation.

MiTek is an E-Verify and Drug and Tobacco-Free Workplace.

We are an equal opportunity employer; and all qualified applicants will receive consideration for employment without regard to race, color, creed, religion, national origin, ethnicity, physical or mental disability, sex (including pregnancy, sexual orientation, gender identity or expression, or transgender status), age (40 and over), genetic information (including family medical history), veteran status, or any other protected characteristic.

For accommodation to assist with completing this application, please contact Human Resources at +1 314-434-1200.

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